Customer Success Manager

Archy is adding our first Customer Success Managers to the Customer Experience team. As a Customer Success Manager, you'll own a portfolio of 300–500 dental practices and ensure each one gets real, measurable value from Archy. You'll drive product adoption, strengthen customer relationships, identify growth opportunities, and proactively reduce churn.

This is a digital-first, scaled role: you'll lead with efficient, one-to-many programs, leverage automation, and lean on data to decide where higher-touch, one-to-one attention is worth it. And because you're one of our first CSMs, you won't just run the playbook — you'll help write it.

Job Responsibilities

• Own a portfolio of 300–500 dental practices as their primary success contact, accountable for adoption, retention, and growth across the portfolio.
• Drive product adoption primarily through efficient digital, one-to-many motions — in-app guidance, webinars, office hours, and targeted campaigns — while layering in higher-touch outreach for your most strategic accounts.
• Use product usage data to identify underutilization and proactively guide practices in adopting the features that deliver the most value.
• Grow expansion revenue by acting on customer health and business signals — usage trends, sentiment scores, and practice performance such as appointments closed per month and total revenue production — through both inbound and outbound plays.
• Identify churn risk early from explicit signals (cancellation intent, complaints, escalations) and implicit ones (declining logins, usage, or sentiment), and run proactive outreach before accounts reach the edge.
• Own reactive save motions when a practice raises a concern, turning difficult conversations into healthier, more enduring relationships.
• Carry accountability for gross and net revenue retention for your book, managing renewals and accurately forecasting risk.
• Live in customer health and usage dashboards to segment your book and prioritize your day around the highest-impact accounts and signals.
• Expected to actively adopt and integrate AI tools into day-to-day workflows to enhance productivity, decision-making, and overall impact.
• Partner closely with Onboarding on hand-offs, Support on escalations, and the Sales and CX leadership teams on growth and at-risk accounts.
• Act as the voice of the customer, feeding themes back to Product to improve the platform and the broader customer journey.
• As one of our first CSMs, contribute to the playbooks, health-scoring models, and outreach cadences that will scale the Customer Experience team as we grow.

Job Requirements

• Experience in the healthcare industry (dental industry preferred).
• Experience engaging with high-level practice owners and an understanding of the intricacies of running a dental practice.
• Experience in customer success, account management, or a customer-facing sales role, ideally at a SaaS company, with a track record of retaining and growing a book of business.
• Comfort owning a high-volume, digitally-led book of accounts rather than a small set of enterprise relationships.
• A commercial, outcomes-driven mindset — motivated by adoption, retention, and expansion targets, and confident hitting them.
• Strong data fluency: able to read usage and health data, draw conclusions, and decide where to spend your time.
• Exceptional communication skills, comfortable running one-to-many programs and handling sensitive one-to-one conversations with equal skill.
• Leverages AI tools and automation in everyday work to move faster, improve outcomes, and continuously raise the bar on how we operate.
• Demonstrated business acumen with the ability to understand customer needs, articulate value, and influence stakeholders.
• Confidence in navigating ambiguity and self-direction in a fast-moving, early-stage environment.
• High technical aptitude — you pick up new software quickly and can guide customers through it credibly.
• Strong sense of accountability and exceptional personal organization.
• Experience in the healthcare industry or another industry vertical, and engagement with SMB owners & operators, preferred (dental industry a strong plus).
• Hands-on experience with a customer success platform (e.g., Gainsight, Vitally, Catalyst) or a CRM (e.g., HubSpot, Salesforce), a plus.